Open to opportunities

Craig Pokroy

@craigpokroy

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Senior operations and service transformation leader in private banking and financial services.

United Kingdom

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What I'm looking for

I seek a senior leadership role transforming service delivery and optimising core processes, in a collaborative, compliance-focused environment that values digital transformation and measurable operational impact.

I am a senior operations and service transformation leader with over 20 years' experience in HNW banking and financial services across the UK and South Africa. I specialise in designing target operating models, driving digital transformation and embedding performance frameworks that materially improve efficiency.

At Weatherbys Private Bank I co-led the strategic transition to AI-driven automation, led a telephony rollout integrated with Salesforce, and built Power BI reporting to deliver real-time operational oversight. My work reduced single points of failure and strengthened service delivery across onboarding, transaction monitoring and KYC reviews.

Previously I grew and managed large client portfolios and scaled services at Investec, launching a UK Private Client FX Dealing service and helping grow a retail deposit book from £620m to £3.8bn. I have a strong track record in regulatory compliance, quality assurance and cross-functional leadership with Risk, Compliance, Product and Technology teams.

I hold industry qualifications including CMI Level 5 (Distinction), CISI IAD, CeMAP and an ACI Dealing Certificate, and I am seeking a senior leadership role focused on transforming service delivery and optimising core processes in a dynamic organisation.

Experience

Work history, roles, and key accomplishments

Deputy Manager, Private Bank

Weatherbys Private Bank

Sep 2022 - May 2025 (2 years 8 months)

Co-led AI-driven automation and implemented a new Target Operating Model, improving onboarding speed and eliminating single points of failure; delivered telephony-to-Salesforce integration and Power BI performance dashboards to raise operational efficiency and compliance.

Automation Salesforce CRM Power BI Process Improvement

Senior Private Banking Executive

Weatherbys Private Bank

Jun 2020 - Sep 2022 (2 years 3 months)

Led digital transformation and process optimisation across HNW onboarding and KYC reviews, implementing performance frameworks and quality assurance controls to improve speed, accuracy and regulatory compliance.

Digital Transformation KYC Performance Management Quality Assurance Power BI Salesforce CRM & Compliance Process Improvement

Private Banker

Investec Bank Ltd

Jan 2015 - Jul 2019 (4 years 6 months)

Grew a portfolio of 400+ business and professional clients through referrals and targeted outreach, managed end-to-end relationship cycles and collaborated with operations to streamline onboarding and service processes.

Client Acquisition Relationship Management Onboarding Cross Selling Deal Structuring & Compliance Process Improvement Mentoring

Private Client FX Dealer

Investec Bank Plc

Jan 2012 - Dec 2014 (2 years 11 months)

Designed and scaled the FX dealing service for private clients, supporting operational processes and contributing to a scalable trading platform integrated with client services.

Trading Operations client support Training

Treasury Sales Lead & Client Manager

Investec Bank Plc

Sep 2005 - Dec 2014 (9 years 3 months)

Led treasury sales operations and product innovation, growing the retail deposit book from £620m to £3.8bn and launching the UK Private Client FX Dealing service to create new revenue streams.

Product Launch Strategic Growth Sales Operations Client Management

Account Executive

Fidelity Investments

Jan 2004 - Aug 2005 (1 year 7 months)

Managed client complaints and error resolution per FCA guidelines and supported contact centre standardisation for new product rollouts to improve operational consistency.

Client Resolution FCA Product Support